Remote Healthcare CX Team Lead, Bilingual EN/ES

Resolv Global; Región Centro; Remote; MXN 153,000 - 204,000; Full time

Benefits offered by this job

Remote work from México

Weekly pay

Independent Contractor

Job summary

Resolv Global is seeking experienced Team Leads to join a growing, fully remote healthcare customer experience operation supporting a US-based program. This is a hands-on leadership role in a fast-paced BPO environment, focused on coaching, productivity, quality, and day-to-day performance.

The role is 100% remote from Mexico, requires English and Spanish, and aligns with US business hours. You will manage a team, monitor performance, support escalations, and collaborate with trainers during

Qualifications

• Leadership experience in a BPO/contact center environment.
• BPO experience is essential.
• Healthcare/medical customer experience is essential.
• Strong customer experience background.
• Remote work experience (1+ year)
• Fully bilingual English/Spanish.

Responsibilities

• Lead, support, coach, and motivate a team of customer experience representatives.
• Monitor day-to-day team performance and maintain productivity and quality.
• Provide coaching and feedback to improve performance.
• Support agents with escalations and challenging interactions.
• Maintain a strong customer-focused culture across the team.
• Monitor attendance, adherence, performance, and engagement.
• Identify performance gaps and implement improvement plans.
• Communicate updates and expectations to the team clearly.

Skills

Leadership

Bilingual English/Spanish

Communication

Coaching

Remote teamwork

Tools

Microsoft Teams / Office 365

Job description

Resolv Global is seeking experienced Team Leads to join a growing, fully remote healthcare customer experience operation supporting a US-based program. This is a hands-on leadership role in a fast-paced BPO environment, focused on coaching, productivity, quality, and day-to-day performance.

The role is 100% remote from Mexico, requires English and Spanish, and aligns with US business hours. You will manage a team, monitor performance, support escalations, and collaborate with trainers during